Diana Fierro

Customer Success Manager - Regional Operations Mexico at Drishti
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Contact Information
us****@****om
(386) 825-5501
Location
Guadalajara, Jalisco, Mexico, MX
Languages
  • English Native or bilingual proficiency
  • Spanish Native or bilingual proficiency

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Credentials

  • Lean Silver Certification
    Jabil
    May, 2019
    - Nov, 2024
  • Lean Bronze Certification
    Jabil
    Jun, 2016
    - Nov, 2024
  • Six Sigma Green Belt Core
    Honeywell
    Dec, 2015
    - Nov, 2024
  • Lean Green Belt
    Flex
    Jun, 2010
    - Nov, 2024

Experience

  • Drishti
    • United States
    • Software Development
    • 1 - 100 Employee
    • Customer Success Manager - Regional Operations Mexico
      • Jun 2020 - Present

      • Managed a portfolio of 20+ high-value enterprise accounts, ensuring customer satisfaction and success. • Achieved a 90% customer retention rate. • Conducted regular check-ins, risk assessments, and health evaluations with customers. • Provided front-line support to customers, helping them to effectively use the product and achieve their goals. • Collaborated with Product Managers and Development teams to define project scope, objectives, and deliverables, ensuring alignment with SaaS product roadmaps. • Conducted in-depth discovery sessions with clients to understand their business processes and requirements for SaaS adoption. • Designed and executed customized SaaS implementation plans, resulting in a 40% increase in user adoption and product satisfaction. • Provided technical guidance and support to clients during the implementation process, ensuring a seamless transition to the SaaS platform. • Analyzed customer data to identify trends, challenges, and opportunities for improvement. • Contributed to the development of the customer success program, including the creation of training materials and best practices. • Collaborated with the sales team to drive adoption and expansion within existing accounts. • Worked on creating and refining the world’s first playbook on using continuous human analytics to improve manufacturing operations. • Applied and expanded my lean manufacturing expertise by working together with some of the world's largest and most advanced manufacturing organizations. • Installed & configured Axis cameras. Show less

  • Jabil
    • United States
    • Appliances, Electrical, and Electronics Manufacturing
    • 700 & Above Employee
    • Lean & Six Sigma Coordinator
      • Jan 2016 - Jun 2020

      • Annual Site Strategy development along with functional managers. • Responsible for development and implementation of Lean Strategy for Industrial and Velocity Sectors inside the plant. • Implementation of Lean Tools and principles such as: Value Stream Map, SMED, 3P Events, Material Supermarkets, OBC. • Kaizen Events with results in: Productivity, material reduction, flow improvement, one piece flow, OLE improvement, scrap reduction, MFG cost, Standard Work, Cellular Layout, visual management. • Responsible for the Lean Six Sigma Deliver Best Practices Competition • Responsible for Lean Bronze Certification Projects review and approval for the Site • Coaching, participation, and approval of Improvement projects (DMAIC / DMADV, A3, Blitz) • Responsible for administrative processes inside of the department such as: Hiring new positions, budget review, approval of department purchasing, performance evaluations, etc. • Model Workcell for Americas (12 strategic initiatives) • Blue Wall site & Workcell strategy owner (Operations visual management) • Establish Lean fundaments in a project which is in NPI development and mass production growth in parallel. (Lean Certifications, Hard savings through Kaizen Events, MFG Cost reduction, BE processes improvements, DL & IL education) • ETE VSM approach to define strategic improvement plan for upcoming high growth revenue. ACCOMPLISHMENTS: • Project transfer coordination (Moved from Jabil Valdepeñas to Jabil Guad. Technology Park) • Best DMAIC on site award winner • Deliver Best Practices 2017 & 2018 regional winner Show less

  • Honeywell
    • United States
    • Appliances, Electrical, and Electronics Manufacturing
    • 700 & Above Employee
    • Operations Onsite Leader
      • Jan 2015 - Jan 2016

      • Operations leader at Contract Manufacturer. • Focus on continuous improvement that lead to systematic solutions and result on cost reductions & performance improvement. • Must ensure safe and effective operations for Honeywell on-site team. • Represent Honeywell as the first point of issue escalation; act as a liaison between CM and other Honeywell functions to record, drive, and resolve issues. • Drive quality, delivery, inventory, and cost metrics/initiatives for the Honeywell products being produced at the CM. • Enable continuous performance improvement between CM and greater Honeywell functions. • Participate in SQP sessions, monitor dashboard metric entry completion/correctness, and lead pro-active problem resolution with the contract manufacturer. • Interact with customers when necessary. (Critical situations) • Drive performance management and coaching. • Establish schedules and plans to ensure that resources are available for established operational assignments. • Support sales, inventory, and operations planning, and demand/supply capacity. • Be a business leader for the product line. ACCOMPLISHMENTS: • Honeywell recognition for Outstanding Honeywell Behavior Performance. (July 23rd, 2015) • Honeywell recognition for Critical Customer Recovery. (August 5th, 2015) Show less

  • Benchmark
    • United States
    • Computers and Electronics Manufacturing
    • 700 & Above Employee
    • Lean Manufacturing Engineer
      • May 2013 - Jul 2014

      • Improve manufacturing processes through Kaizen Events. • Define & implement Visual Factory standard. • Review & provide feedback on project's layouts prior it's implementation. • Develop, evaluate, document in advanced manufacturing methods and processes through Lean techniques and Kaizen Events. ACCOMPLISHMENTS: • Organized 1st Operational Excellence championship with 15 teams competing through lean journey. • Established MRO control system, consumption reduced from 4.1% to 2%. Show less

  • Flex
    • United States
    • Appliances, Electrical, and Electronics Manufacturing
    • 700 & Above Employee
    • Enclosures Lean Eng.
      • Sep 2011 - May 2013

      • Develop, evaluate, document in advanced manufacturing methods and processes through Lean techniques and Kaizen Events. • Collaborate with administrative and financial teams to establish viable support of LEAN standards. • Provide ongoing production support and troubleshooting. • Internal and external kaizen coordination applying the PDCA methodology to solve problems.• Savings validation as an everyday task.ACCOMPLISHMENTS:• Implemented first model line (Mechanical assembly + Level 3 Integration) in Enclosures segment applying all lean tools.• By revitalizing the improvement culture with training, broadcasted messages and one-on-one personalized attention a 99% of direct personnel and 70% of indirect personnel KAIZEN participation was achieved.• Achieved 95% of the Enclosures division employee population trained in basic lean tools such as Just In Time, Standard Work, Pokayoke, etc.• Mastered the Enclosures Lean Green Belt certification by certifying 12 persons per quarter.• Negotiate & collaborate with quality, operations, engineering and materials managers to the department’s commitment goals in order to promote SGA events, certifications and continuous improvement. Show less

    • Lean Support (NPI & MASS PRODUCTION)
      • Nov 2009 - Sep 2011

      • Evaluate metrics, reports, documentation, so the improvement generated after applying the Lean tools were sustainable. • Develop improvements in production lines in order to reduce MUDAs such as defects, cycle time, expenses (EDMs) and headcount; resulting in output increase, improve yield, on time delivery and zero defects to customer.• Extensive participation in External and Internal Kaizen Events.ACCOMPLISHMENTS:• Global Lean recognition by achieving highest LMT Score in America’s division. Show less

    • FPLC (Flextronics Product Life Cycle) Coordinator
      • Mar 2009 - Nov 2009

      • Train and provide support to all Program Managers in FPLC tool. • Developed FPLC tool to keep track of project’s life cycle and ensure customers satisfaction by project’s on time delivery. • Developed FTDS tool to reduce diagnostic’s time and share solution for future reference.• Support as programmer to NPI's support areas.ACCOMPLISHMENTS:• FPLC deployed as a global tool at Flex.

Education

  • Instituto Tecnológico Superior de Zapopan
    Bachelor's degree, Computer Systems Engineering
    2004 - 2009

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